As a Service Deliver Manager, I currently manage UK commercial run deals across Retail, Financial and Government sectors.Responsibilities include managing financial budgets, resource demand, technical domain teams onshore and offshore and vendor management. Completing monthly Client Service Reviews and Client Satisfactory Surveys, complete project quotations and new offerings, manage security and compliance and ensure security is always at the forefront of my teams/client’s mindset. Manage Business Continuity planning (BCP), take ownership of annual disaster recovery and complete regular system/backup recoveries. Continuously driving client up sale opportunities and reductions through innovation and automation.I have successfully project managed various sized projects, including Migrating on Prem to AWS cloud (Hybrid solution), Data Center Migrations, Service Transitions and Decommissions, Application upgrades and Service Enhancement projects.

I guided the MD to define a successful cost effective project road map. Ensuring all projects were deliverable business objectives and within budget. Established and agreed a management process for each assigned project/work stream with clear milestones, estimating activities, timescales, budget and resources. Incorporated tight controls and governance, monitored project plans, chaired monthly meetings and providing MI reports as required.Achievements: • Successfully implemented multiple projects across 3 countries • Managed projects from product scoping through to completion within budget• Completed Requirements gathering and managed the deployment in line with business drivers• Produced detailed training documentation and successfully trained staff across 3 countries• Project managed the implementation of a new ERP/CRM system (Microsoft Dynamics NAV) called Onshore Offshore, this included matrix management of offshore resources. I was involved in the Requirements Phase, Build Phase and Data Migration• Created a new IT Budget and drove Service Delivery using the ITIL aligned framework• I built strong relationships with both our customers and 3rd party service providers• Work hard to continuously improve and develop the service delivery to GEV. Monitoring and improving SLA’s where necessary• Created a savings plan and cut costs by bring some services back in house, making this more cost effective for the organisation• Created a business continuity plan to ensure “lights on” in the event of system failure• Managed all IT incidents and escalations as a result of SLA breaches with 3rd party supplier through to completion• Designed and deliver MI reporting in an efficient manner, streamlined working practices and reporting procedures• Utilising the ITSM tool to complete trend analysis, I created supporting documentation to help increase performance and improve service• Introduced, managed and mentored an IT Apprenticeship through Warwickshire College

I worked as part of an area-wide team, successfully managed 6 staff members, who in turn supported fellow IT professionals to enhance the IT service to all sites in the area. I developed an effective working relationship with the IT service provider and all 3rd party suppliers, managing their compliance with SLA’s and contractual agreements.I managed all SLA breaches directly with 3rd party suppliers through to completion. Incident Management, support and advice on root course analysis (RCA). Personally managed Severity 1 and 2 incidents with site and 3rd Party Suppliers to resolution. Maintained and ensured compliance with national and local IT policies. Attended SMT meetings, presented on services received from 3rd party suppliers. Created MI monthly reports (including compliance, usage and budget) to site SMT.Achievements• Successfully managed 3 sites in the West Midlands totalling over 1300 users and about 700+ desktops/laptops• Worked with the Business Continuity Team to ensure contingency plans were in place in the event of system failures. I was the Subject Matter Expert (SME) for the Midlands• Successfully conducted monthly site visits, ensuring all reporting, escalations, asset management and incident management were maintained to a high level of accuracy• Successfully Project Manager a Server room upgrade and over a 1000+ laptops refresh • Managed staff’s training needs, carried out staff appraisals and performance reviews• Provided advice on IT and information security to Stakeholders, including all IT projects• Advised on compliance, usage and disposal of assets securely• Managed MI reporting, process for developing business justifications, including MoJ policies and advised site on purchasing services and equipment• Introduce better efficiency savings and asset management, saving the organisation over £450K in 2 years• Acted as ‘champion’ for IT supported business change, provided coaching for basic IT and national applications

Visiting work places to meet staff and user groups to discuss change issues and encourage and motivate them to embrace the change and realise the benefits. Identifying what changes in processes, procedures and practices are needed to achieve change and deliver the planned benefits. Worked with operational managers to embed changes within the business. Making sure Management and staff were ready and comfortable with the new working processes and IT software. Spoke at road shows up and down the country to get the business ready for change. All training was done through CBT Computer Based Training which I developed. When required I provided a more extensive one to one training at individual sites.• I work successfully within a Project team environment. Communicate well with Stakeholders, Project Managers, Clients, External Vendors, Technical Staff and Senior Management. • I worked independently and reported to the Project Manager throughout the End-to-End Change Management Processes.• In-depth knowledge of Systems analysis, development, planning and documentation methods and standards. Sound knowledge of Research techniques methods and procedures.• Negotiates effectively with team members to define the Project goals, work content and schedules. • Meeting with unions and staff to identify potential problems areas and ensuring that managers have the necessary information to communicate changes and their impact to staff.• Measurement and monitoring of business Key Performance Indicators (KPIs) affected by change.• Identifying the impact on KPIs of change and what this will mean for BAU.• Assessing management information reports, identifying risks and issues and briefing senior managers on major implications for programmes.

Supporting the Project Manager to coordinate, develop and implement multiple projects. Taking control of the project plan and monitoring performance against assigned milestones. Assisted the project manager in conducting assessments, project forecasting and producing management reports. Using Prince2 methodology to ensure best practice throughout the Project life cycle. Attended Change Control board meetings. Managed change documentation and Change Control schedules. Supported the Business Analysts, helped rewrite any IT business requirement as a result of change.• Developed and implemented project cost, scheduled baselines and maintained risk and issues log. • Applied appropriate metrics and tools for project control. • Maintained the project schedule and ensured all tasks were updated at the agreed upon time.• Attended all project board meetings, completed minutes and distributed them accordingly.• Proficient in the use of Microsoft Office tools including Word, Excel, Power Point, Project and Visio• Responsible for recording and maintaining a project document database, ensuring of data standards, document versions, data cleansing and departmental integration.• Used Oracle UPK Developer to create all staff training material in the form of Computer Based Training (CBT).

I worked in the Information and Communications Unit as a web developer and desktop publisher. I maintained and created a number of internal and external sites. Between the two roles I had to manage my work load by been extremely organised. Working part of a small team I created news articles format and design, carried out all associated photographic work and I updated employment procedures, training and any new legislation on the Internet. Publicity, communication and marketing support. I was Responsible for keeping the Intranet up to date whilst maintaining design objectives. I also recreated and generated a weekly magazine called Training Development Group (TDG) News, which was published both as hard copy and on the Intranet.Achievements:• Created news articles format and design and associated photographic work• Created various fundraising events which involved, photography, quizzes and sporting news competitions like spot the ball etc. All in the aid of fundraising and bring the work community together• Successfully designed a new Intranet site, consolidating information and documentation for HR, Finance, Recruitment and Training called My Services• Designed flyers and brochures and I was part of the new rebranding process• Recreated and generated a new weekly magazine called Training Development Group (TDG) News, which was published both as hard copy and on the Intranet• Other duties included designing of spread sheets and generating Electronic Survey Templates